Sennior Manager, Workforce Analytics
LegalZoom.com, Inc., Austin, TX, United States
Overview
The Sr. Workforce Manager oversees end-to-end WFM for traditional contact centers of Sales Inbound and Outbound motions. They lead a team of analysts to deliver accurate forecasts, staffing, schedules, and real-time execution to achieve service level, productivity, and customer experience goals across multiple channels (voice, chat, email, back‑office, and emerging). This role collaborates with vertical leaders and external partners/BPOs to anticipate business changes, support new launches, and proactively mitigate service and customer experience risks.
You will
Manage and develop the WFM team (Analysts and Sr. Analysts) responsible for planning, scheduling, and real‑time execution.
Build strong partnerships with vertical leaders to understand strategic goals and demand drivers.
Communicate complex WFM concepts (capacity models, staffing risks, trade‑offs) clearly and concisely to stakeholders at all levels, including senior leadership.
Lead daily huddles/performance reviews with operations/partner teams to align on demand, staffing, and action plans.
Own long‑range and medium‑range forecasting for multiple departments, incorporating historical data, seasonality, marketing, and external factors.
Develop and maintain capacity plans and staffing models that quantify FTE needs across all channels and work types.
Partner with Finance, HR, and Operations to align hiring plans, overtime strategy, cross‑training, and geographic/partner mix.
Ensure schedules align with forecasted volumes and handle times, covering all hours, geographies, and partner sites.
Own or co‑own key WFM tools and platforms (forecasting, scheduling, adherence, reporting) from an operational perspective.
Partner with Technology and Telephony teams on configuration, routing strategies, and upgrades.
Establish and maintain Standard Operating Procedures (SOPs), guidelines, and governance for forecasting, capacity planning, scheduling, and intraday management across all internal and external sites.
Ensure data quality and integrity for all WFM‑related inputs (volumes, handle times, schedules, adherence, production data).
Other duties as assigned
Occasional travel may be required as needed.
You have
5-7+ years of experience leading or mentoring a WFM team (in a formal management or strong lead capacity), including coaching, developing talent, and driving team performance.
Proven experience shaping leadership decisions by framing data through clear storytelling, explaining tradeoffs, and communicating the pros and cons of different options in an accessible way.
Experience in leveraging AI solutions for data analytical and forecasting work.
Hands‑on expertise with WFM platforms (Assembled, Calabrio, Genesys, or similar) for forecasting, scheduling, and real‑time management.
Experience supporting multi‑channel (voice, chat, email, messaging) and/or multi‑site/vendor contact center environments.
Deep understanding of core contact center and WFM metrics (SL, ASA, AHT, occupancy, shrinkage, adherence, utilization, abandon rate, backlog).
Excellent communication and influencing skills, with the ability to lead complex conversations, align cross‑functional stakeholders, and build consensus at all levels.
Proficiency with spreadsheets and data tools (Excel/Sheets, basic BI).
Strategic, systematic thinking with attention to detail.
Ability to balance CX, efficiency, and cost.
Bias for action; comfortable with ambiguity and change.
Strong collaboration and relationship‑building.
Ownership mindset and commitment to continuous improvement.
Remote employees should confirm that the internet service available has adequate bandwidth to support all work processes.
Compensation and Benefits
The salary range for this role is ($122,700 - $196,300). Actual compensation offered will depend on several factors including but not limited to geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus, and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as follows.
401(k) with matching contributions
Short‑term/long‑term disability insurance
Other wellness benefits
Equal Opportunity Employer
LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Additionally, LegalZoom is enrolled in the E‑Verify program. For additional information on E‑Verify, please visit Participation and Right to Work pages.
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The Sr. Workforce Manager oversees end-to-end WFM for traditional contact centers of Sales Inbound and Outbound motions. They lead a team of analysts to deliver accurate forecasts, staffing, schedules, and real-time execution to achieve service level, productivity, and customer experience goals across multiple channels (voice, chat, email, back‑office, and emerging). This role collaborates with vertical leaders and external partners/BPOs to anticipate business changes, support new launches, and proactively mitigate service and customer experience risks.
You will
Manage and develop the WFM team (Analysts and Sr. Analysts) responsible for planning, scheduling, and real‑time execution.
Build strong partnerships with vertical leaders to understand strategic goals and demand drivers.
Communicate complex WFM concepts (capacity models, staffing risks, trade‑offs) clearly and concisely to stakeholders at all levels, including senior leadership.
Lead daily huddles/performance reviews with operations/partner teams to align on demand, staffing, and action plans.
Own long‑range and medium‑range forecasting for multiple departments, incorporating historical data, seasonality, marketing, and external factors.
Develop and maintain capacity plans and staffing models that quantify FTE needs across all channels and work types.
Partner with Finance, HR, and Operations to align hiring plans, overtime strategy, cross‑training, and geographic/partner mix.
Ensure schedules align with forecasted volumes and handle times, covering all hours, geographies, and partner sites.
Own or co‑own key WFM tools and platforms (forecasting, scheduling, adherence, reporting) from an operational perspective.
Partner with Technology and Telephony teams on configuration, routing strategies, and upgrades.
Establish and maintain Standard Operating Procedures (SOPs), guidelines, and governance for forecasting, capacity planning, scheduling, and intraday management across all internal and external sites.
Ensure data quality and integrity for all WFM‑related inputs (volumes, handle times, schedules, adherence, production data).
Other duties as assigned
Occasional travel may be required as needed.
You have
5-7+ years of experience leading or mentoring a WFM team (in a formal management or strong lead capacity), including coaching, developing talent, and driving team performance.
Proven experience shaping leadership decisions by framing data through clear storytelling, explaining tradeoffs, and communicating the pros and cons of different options in an accessible way.
Experience in leveraging AI solutions for data analytical and forecasting work.
Hands‑on expertise with WFM platforms (Assembled, Calabrio, Genesys, or similar) for forecasting, scheduling, and real‑time management.
Experience supporting multi‑channel (voice, chat, email, messaging) and/or multi‑site/vendor contact center environments.
Deep understanding of core contact center and WFM metrics (SL, ASA, AHT, occupancy, shrinkage, adherence, utilization, abandon rate, backlog).
Excellent communication and influencing skills, with the ability to lead complex conversations, align cross‑functional stakeholders, and build consensus at all levels.
Proficiency with spreadsheets and data tools (Excel/Sheets, basic BI).
Strategic, systematic thinking with attention to detail.
Ability to balance CX, efficiency, and cost.
Bias for action; comfortable with ambiguity and change.
Strong collaboration and relationship‑building.
Ownership mindset and commitment to continuous improvement.
Remote employees should confirm that the internet service available has adequate bandwidth to support all work processes.
Compensation and Benefits
The salary range for this role is ($122,700 - $196,300). Actual compensation offered will depend on several factors including but not limited to geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus, and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as follows.
401(k) with matching contributions
Short‑term/long‑term disability insurance
Other wellness benefits
Equal Opportunity Employer
LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Additionally, LegalZoom is enrolled in the E‑Verify program. For additional information on E‑Verify, please visit Participation and Right to Work pages.
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